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Monday, December 08, 2008

dell laptop repair

Yesterday, the graphics card on my laptop went again for the second time. I bought it in September 2007 and I got 1 year next day on site repair and 2 years complete collect and return repair.

Last June I had a similar problem and it was fixed the next day by an engineer who came around to the house and replaced the motherboard. Great stuff!

This time around I’m not covered by the on site repair. So I rang support and went along with the various checks they did over the phone. He then said he would send an engineer out to repair it. Great stuff again I thought! So he booked me an engineer for Tuesday.

Photo owned by refeia (cc)

Today I got a phone call from Dell and the conversation went something like this:

Me: Hello
Dell: Hello Mr. Crowley. This is [Subject Name Here] from Dell.
Me: Hi. How’s it going?
Dell: Good. I’m wondering if you are willing to have your laptop sent to us for repair?
Me: Didn’t you organise an Engineer to come tomorrow and fix it at my home tomorrow?
Dell: Yes we did. But it looks like your warranty doesn’t cover the next day on site call.
Me: How long would it take to get my laptop repaired if I sent it to you?
Dell: About 5 working days.
Me: So I could have it fixed tomorrow or wait 5 more days?
Dell: Yes. We would prefer if you sent it to us.
Me: Right. I prefer the engineer to come tomorrow.
Dell: Ok. You are aware in future you are only covered by our collect and return service.
Me: I know. That’s why I was surprised you were sending someone tomorrow.
Dell: Ok. Thank you Mr. Crowley.
Me: Thank you, bye now!

Score one me not Dell :-)


  1. Anonymous5/1/09 12:51

    Admirable performance!

  2. Anonymous25/1/09 13:44

    and a bit of kudos for Dell, ok twisted their arm a bit but they did honour their commitment.

    As long as i've got a Dell i want them to know that customer service is paramount. They're pretty good at it so far and hope it stays that way.

    Mick, West Cork

  3. I can't fault them. They rang me up after and extended the warranty for the motherboard to 5 years because the same problem happened twice!

    I'll be considering getting my next laptop from them whenever that will be :-)